I enjoyed reading The Book of Business Awesome by Scott Stratten, author of Unmarketing.
Following are my eight key takeaways from Scott’s latest book:
- We can’t stop mistakes, only how we remedy them. And the solution usually isn’t hard. Most people who complain just want to feel validated, able to walk away feeling that someone heard and understood them. When someone complains they’re actually telling you how you can improve your product or service so be sure to say “thank you.”
- Every employee is your brand ambassador, your marketer and the face of your company. I wrote a blog post about this earlier (http://wp.me/pYHt6-JY). Employees make a huge difference in how your customers see your brand.
- Loyalty isn’t build through plastic cards; it’s built through amazing experiences. These amazing experiences will also end up being powerful stories told by your customers to their family and friends via social media.
- We should be focusing on finding our own story — be it a personal story, a brand story or a company story. We all can find our window of awesome in our job and our companies. By doing so, good things will happen.
- Make every mistake an opportunity to do something awesome. Stop trying to be proactive. Learn how to react better.
- Getting to know your customers is key to creating brand security (i.e., managing negative situations and promoting positive situations) online.
- Viral is about reaching the third circle, those to which you have no connection, with an awesome story or content.
- Unawesome is unacceptable.
Do you empower your employees to be awesome?